topic Re: EE SIM Plan Unlimited £27 UPG in Archived Posts

EE SIM Plan Unlimited £27 UPG

mrrd — Thu, 03 Sep 2020 15:12:06 GMT

I am very very unhappy, the app, and the website in multiple places say to me I am currently on the “EE SIM Plan Unlimited £27 UPG” but my data allowances wheel is saying I only have 100GB, yet the text descriptions of my plan allowances everywhere says I have unlimited data, texts and calls as part of that plan.

CS are unwilling to do as I’ve noticed they have done for others and refer this to be rectified on the system so that it properly shows as unlimited as I am out of contract and now rolling without me committing to a new contract term which seems highly illegal to me.

I am not willing to do as they seem to insist is required and commit to a new contract currently (as that’s pointless as the app, website and even the upgrade website all say I am already on said unlimited plan which they continue to deny is not the case despite me providing screenshots not prove the contrary...) due to

the fact new handsets are due out in the next few months and I want to keep my options open for the best deal for said handset should I choose to get it, yes I know I can upgrade to a handset at any time with EE but unless EE offer me a competitive deal it could unfortunately not be with EE.

Unfortunately to the intransigent attitude of multiple CS staff in this matter it is seriously making me consider other providers even more should they end up proving to be more competitive which is a real shame as before I’ve always found EE CS very helpful before, but it seems once your contract is rolling they don’t want to do anything and help solve an issue which in all fairness is a problem for EE to solve...

Re: EE SIM Plan Unlimited £27 UPG

Leadsolo — Thu, 03 Sep 2020 15:30:33 GMT

I'm no legal expert but as you have pointed out, you are out of contract. Whatever the plan may be called on the site, if you are out of contract then they are not contractually obliged to give you unlimited data.

Check the small print of your original contract, you may find something in there which explains it in more detail.

Re: EE SIM Plan Unlimited £27 UPG

ewanrw — Thu, 03 Sep 2020 15:34:01 GMT

I thought the unlimited plans showed 100GB as you’re only allowed to gift from the first 100GB of usage, but you can continue to use on your device all the way for FUP of 1TB.

Re: EE SIM Plan Unlimited £27 UPG

mrrd — Thu, 03 Sep 2020 15:35:53 GMT

But the point is the website in multiple places as well as the app in all but one place say I do already have unlimited data already, and no legally I am still in a legally binding contract until I put in my notice to leave should I do so, it is just I am out of my minimum period, and CS are unwilling to solve the issue except by signing me up to a new unlimited plan (which seems rather redundant seeing as the website says that’s exactly what I am already on).

Re: EE SIM Plan Unlimited £27 UPG

bristolian — Thu, 03 Sep 2020 15:42:29 GMT

I suspect, if you have already exhausted the C/S route on 150, and you have the appropriate supporting evidence (i.e. screenshots of your myEE plan etc), then you are best advised to follow the complaints route.

EE complaints process

Re: EE SIM Plan Unlimited £27 UPG

ewanrw — Thu, 03 Sep 2020 15:42:35 GMT

So if the wheel showed “unlimited”, how would you know if you were still in the first 100GB for gifting?

I suspect the problem you have is by design, but happy to be corrected.

Re: EE SIM Plan Unlimited £27 UPG

mrrd — Thu, 03 Sep 2020 15:46:24 GMT

It doesn’t indicate that is anything to do with gifting and CS seem convinced I am on a 100GB plan when on the website it says it is unlimited extremely clearly

Re: EE SIM Plan Unlimited £27 UPG

mrrd — Thu, 03 Sep 2020 15:49:29 GMT

Yes sounds like I will have to go down the complains or even ofcom route, I’ve got all the evidence from multiple places on their own app and website to show it should be unlimited yet all CS seem to want to do is deny it and especially the first CS rep verge on pressure selling me a new contract to resolve it...

If it really came to that level unfortunately I would rather leave a company than be dealt with like this.

Re: EE SIM Plan Unlimited £27 UPG

ewanrw — Thu, 03 Sep 2020 15:55:11 GMT

Like I said, happy to be proved wrong, but...

Have you gone over the 100GB?

Have you been charged when you’ve gone over 100GB?

Re: EE SIM Plan Unlimited £27 UPG

mrrd — Thu, 03 Sep 2020 15:55:33 GMT

The infuriating thing is despite even asking for the relevant screenshots from me to them and then admitting they could see it on the screenshot too (I assume on a recorded call) they continue to refuse to correct the whatever the issue is their end without me signing up for a new contract...

If this sort of pressure selling in order to resolve what is their own issue is the new norm for EE then I am very dubious about staying, lol.

Re: EE SIM Plan Unlimited £27 UPG

bristolian — Thu, 03 Sep 2020 15:57:26 GMT

@mrrd wrote:

Yes sounds like I will have to go down the complains or even ofcom route, I’ve got all the evidence from multiple places on their own app and website to show it should be unlimited yet all CS seem to want to do is deny it and especially the first CS rep verge on pressure selling me a new contract to resolve it...

Purely on the specifics of the complaints process, Ofcom don't handle complaints from individual customers unless you have a deadlock letter that proves you have exhausted the internal complaints process first.

Re: EE SIM Plan Unlimited £27 UPG

mrrd — Thu, 03 Sep 2020 15:59:18 GMT

No because I haven’t gone over 100GB yet, which from what the CS agents are saying is actually true from wherever they are seeing that it am on a different plan than the website is telling me I’m glad I haven’t otherwise I would have to engage legal help to support fighting such a bill I would suspect.

Re: EE SIM Plan Unlimited £27 UPG

mrrd — Thu, 03 Sep 2020 16:22:51 GMT

Complaint raised as was suggested, how this is dealt with now is going to have a serious bearing on if I will continue on with EE or move elsewhere.

Re: EE SIM Plan Unlimited £27 UPG

Christopher_G — Thu, 03 Sep 2020 16:41:51 GMT

Hi and welcome to the community, @mrrd

I suspect this could be as, @ewanrw described, showing the giftable 100GB of data on the unlimited plan.

However, without access to your account (which we don't have here), it's difficult to say for sure.

Hopefully the complaints team can explain this and make sure you're on the correct plan.

Please come back and let us know what happens.

Thank you.

Chris

Re: EE SIM Plan Unlimited £27 UPG

mrrd — Thu, 03 Sep 2020 17:02:32 GMT

No that is not the case as the CS staff kept trying to say I wasn’t on an unlimited plan despite being presented with screenshots from both the app and my EE that indicate otherwise, clearly there is a fault somewhere which your CS staff are refusing to look into or even rectify other than trying to make a sale for something your own website indicates I already have anyway.